Customer information
Privacy and custom-order policies
Last updated September 24, 2026. These policies explain how custom orders and customer information are handled. They do not limit rights provided by applicable Canadian law.
Custom orders and approvals
Custom products are made to the specifications approved by the customer. Production begins only after the required digital mockup, pricing and payment steps are complete. Colours shown on screens can vary slightly from physical materials and finished decoration.
Artwork authorization
By uploading artwork, you confirm that you own it or have permission to reproduce it. You accept responsibility for claims arising from artwork, trademarks, names or other material you provide. The Hat Guy may decline artwork that appears unauthorized, unlawful or unsuitable for production.
Changes, cancellations and refunds
Tell us about changes before approving the final mockup and paying. Because approved custom goods are made specifically for you, cancellations, returns and refunds are generally unavailable once production has started, except where goods are defective, damaged or do not materially match the approved specifications. Contact us promptly so we can review any concern.
Quality concerns and remake review
Please inspect the order when it arrives and report damaged, defective, short-shipped or materially incorrect items within 7 calendar days. Include the order number, affected quantities and clear photos, and keep the items unwashed and unworn while the concern is reviewed. When a verified production issue occurred, The Hat Guy will work with the supplier on an appropriate repair, replacement, remake, credit or refund. This reporting request does not limit rights provided by applicable Canadian law.
Sizing, fit and colour
Customers are responsible for approving garment styles, sizes and quantities. Manufacturer size charts and fit notes are guidance, and measurements can vary by style. Decorated garments generally cannot be exchanged because of fit or preference. Screen colours, garment dye lots, thread, leather and other materials can vary slightly from digital previews and between production runs.
Shipping and delivery
Hat orders of 48 or more pieces receive free standard shipping. Qualifying apparel orders may also receive free shipping based on the supplier order value. Any customer shipping charge appears on the finalized quote before payment. Tracking is emailed when available. Carrier delays, weather and remote-area delivery times are outside The Hat Guy's direct control, but we will help investigate a delayed or damaged shipment.
Quotes, timing and availability
Online totals are estimates until The Hat Guy finalizes the quote. Supplier pricing, stock, artwork complexity, stitch count, decoration requirements, taxes and shipping can affect the final total. Production and delivery dates are estimates and begin after approval and payment unless confirmed otherwise in writing.
Privacy and uploaded files
We collect the contact, company, product, artwork and payment-status information needed to prepare and fulfill your order, communicate with you and maintain business records. Payment details are processed by Stripe and are not stored by The Hat Guy. Order files may be shared with the suppliers required to produce your items. We do not sell customer information.
Retention and contact
We retain order records and artwork as reasonably required for reorders, customer service, tax and legal obligations. You may ask about your information or request correction or deletion where applicable by emailing thehatguys2026@gmail.com or calling 587-370-1151.
Questions? Email thehatguys2026@gmail.com or call/text 587-370-1151.